Operational Excellence Lead

Job Title: Service Delivery Manager

Description:

The primary objective of this role is to oversee the delivery of dnata Cargo Operations, ensuring that services meet and exceed expectations of both the company and clients.

This position requires effective management of complex business issues with multiple demands within a sensitive environment.

Main Responsibilities:

• Lead the development and implementation of client-centric operations, including management of office work areas during day-of-operations and monitoring of Ground Handling Agreements and Service Level Agreements;
• Lead, manage, and develop team members, providing coaching, mentoring, and performance feedback to achieve high levels of performance and service excellence;
• Engage in significant stakeholder consultation to ensure delivery of diverse expectations, interests, and demands;
• In consultation with the management team, develop and implement communication plans and business strategy to drive a customer-centric culture;
• Develop and control effective rosters and budget management for highly effective, cost-efficient, and quality business outcomes;
• Develop, implement, and monitor business processes and standard operating procedures ensuring compliance to industry standards, legislation, and policy;
• Provide quality metrics and reporting on critical business issues;
• Lead and embed a positive safety culture within the team, focusing on awareness and vigilance;
• Ensure health, safety, and welfare of staff, customers, contractors, and visitors are protected in full compliance with the Company Health & Safety policy;
• Manage staff within front counter, flight operations, and office-related work areas to ensure operational targets are met in line with customer activity requirements;
• Ensure all office functions are performed in accordance with operational procedures, Handling Briefs, and Customers' Service Level Agreements, proactively providing training to close knowledge gaps with staff;
• Provide oversight, lead, and assist Flight Operations, Front Counter, and other office-related work areas as directed by the Cargo Operations Manager;
• Communicate regularly with the Cargo Operations Manager and Service Delivery Managers to ensure relative information and updates relating to customer requirements are known and met;
• Ensure compliance to all Regulatory Authority legislation in the course of normal operations;
• Avoid handling issues by anticipating and planning ahead;
• Ensure all customer KPIs are being met and Quality Targets are adhered to;
• Promote the company's vision and values throughout all levels of the business;
• Support the Cargo Operations Manager with audit preparation and resolving action points;
• Support warehouse operations as required;
• Other duties as required by the business, within scope of the role;
• Mentorship and developmental support to the Office Supervisor group;
• Participate and lead Airline meetings and investigations involving office operations;

Essential Criteria:

• Leadership experience with a customer-centric orientation and ability to drive a service culture;
• Excellent communication skills, both written and oral, and presentation skills;
• Demonstrated record of achievement in building and fostering relationships with key stakeholders and clients;
• Experience in engaging and influencing staff to ensure delivery of diverse stakeholder expectations;